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The Client: Diagnostic Clinic of Longview

The Account Representative: Keith Judy

“You catch more flies with honey than vinegar,” Longview Senior Account Manager Keith Judy says.

Keith can make it sound simple. It isn’t.

Keith proactively manages a fleet of 75 copiers with the Diagnostic Clinic of Longview, which includes three primary locations and approximately 50 medical providers (ranging from family medicine to cardiology to orthopedics to pulmonary).

It’s a 22-year relationship built - and maintained – on trust, expertise and friendship.

The Client's Need

There are many, continuous needs. A new copier was delivered last month.

But the Datamax/Diagnostic Clinic story starts as a simple prospecting call ... in 1998. Keith, then with Ikon, approached Diagnostic Clinic of Longview to learn more about their copier needs. 

“The person that was in charge (of the copiers) then was more of an operations manager. The copiers at the time were pretty worn out, so he just said ‘let’s replace them all.’”

That was a total of four machines.

The Clinic has obviously grown in that time. Keith’s contacts have changed four or five times. But the relationship and reputation between Datamax and clients remains consistently as healthy as ever before.

“The person that’s leaving tells the person that’s coming what we’ve done for them and they just continue on down the road with us,” Keith says. “They know we’ll take care of them. There’s a lot of trust in me, in Datamax, and in our service team. A LOT of trust. There’s never a complaint about a machine being down or not being able to get something fixed.”

The Thought Process

“My philosophy on sales: People buy from people they know, they like, and they trust. If you get to know somebody and they enjoy your company, and they trust you and your product, you’ve got a good chance of earning their business,” Keith says. “If you go in there with an air about you, or they ask you a question and you can’t answer it, you’re in trouble. I’ve always made sure that doesn’t happen.”

That’s not to say there aren’t challenges with handling an account this size.

“They’re constantly on the move. They move to different offices, they change doctors, they build new buildings. Keeping up with everybody and their equipment is probably the biggest challenge,” Keith says.

Keith battles the fluidity of the account with constant communication.

"I see the CFO often enough that I don’t even need an appointment. I’ll be near the campus there, and I’ll go up to the fourth floor and see how things are going,” Keith says. “Sometimes, the CFO will say ‘I’m glad you came by, here’s what I need.’"

The Prevailing Results

“Diagnostic is one of the accounts I’m most proud of, because they’ve been with us so long and I’ve built a lot of trust and a lot of relationships. I know a lot more people than just the CFO there: I know a lot of the doctors, a lot of the nurses at every location in the clinic,” Keith says. “The fact that they’ve got trust in me, trust in Datamax, and we’ve been able to keep them for 22 years is a source of pride for me ... Not to mention, Diagnostic is one of the biggest employers in Longview. When I go to another customer and can say ‘we do everything for Diagnostic Clinic,’ there’s a lot of value in that.”